Bilingual (English & French) Consumer Admin (GGC Africa - Remote)

What We'll Bring:

The primary responsibility of the Bilingual Customer Care advocate/Customer Service Representative is to provide exceptional customer service and assistance to our customers. In situations where the customer has experienced exposure of their personal information, the advocate must be able to follow required scripting from FAQs to provide answers to caller’s questions. In addition, they must be able to assist callers with troubleshooting and standard inquiries connected to our credit monitoring platform.

What You'll Bring:

• Manage incoming calls for both English and French speaking banking and business customers.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team targets and call handling metrics.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage internal and external customers, always being scrupulous and thorough.

Duties & Responsibilities:

Responsibilities include but are not limited to the following:

Customer Care

• Follow scripted FAQs to ensure the customer gets accurate information on their first call regarding Breach specifics as well as product inquiries.
• Provide clear answers and direction to questions in regard to credit monitoring, enrollment, product features and other product related inquiries.
• Provide professional and courteous customer service and expert assistance to potential victims of identity theft.
• Active listening to understand the customer’s issue and provide the appropriate response or remedy.
• Drive First Contact Resolution.
• Educate and advise potential victims of identity theft of appropriate steps to take to protect their identity.
• Ensure service is prompt yet provides full resolution of the customer’s concern or inquiry.
• Empathize with customers in a genuine way that lets them know you care about their issues.

Case & System Management

• Gather, assemble and preserve customer facts and statements into database.
• Ability to utilize administrative consoles to review artifacts and data to assist with customer inquiries and issues.
• Adhere to policies and procedures internally and comply with external regulations.

Performance

• Achieve SLA requirements by the company such as: Average Handle Time, Quality and Customer Satisfaction Survey scores, Schedule Adherence and other defined KPIs.
• Follow all call regulations as outlined.
• Maintain confidentiality of the organization’s customer and data.
• Adhere to policies and procedures internally and comply with external regulations.
• Adhere to break/meal schedule as required.

Attitude and Commitment

• Be ready to serve our customers by taking inbound phone calls for at least 85% of your day.
• Ability to multi-task and follow through on commitments.
• Strong organizational and time-management skills.
• Able to work independently and in a team environment.
• Reliable and consistent attendance.
• Must be a quick learner and great utilizer of resources.
• Ability to perform duties remotely in a quiet, secure area.

Qualifications:

• High school diploma/matric certificate required.
• Bilingual (fluent in English and French).
• 1-2 years of experience in an operations environment. Ability to multi-task and prioritize with strong organization skills. Read, understand, and interpret CRS audit trail. Collaborate with team members on projects. Maintain and secure confidential and sensitive information.
• Proficiency with MS Office (Word, Excel, Outlook), internet and database navigation.
• Knowledge of CRM and Sales Force is a plus but not mandatory.

Impact You'll Make:

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.